KR102396087B1 - System for managing knowledge of call center and method thereof - Google Patents

Abstract

Disclosed are a system for managing knowledge of a call center and a method thereof. That is, when a consultation with a customer terminal possessed by a customer is conducted through a consultation terminal possessed by a counseling staff at a call center, by converting consultation content in a voice format into consultation content in a text format, performing natural language processing about the converted consultation content in a text format to extract a key requirement, and composing the extracted key requirement into a markdown-based general text, the present invention can increase the call center management efficiency, provide high productivity, and improve service satisfaction and consultation quality.

Description

Call center knowledge management system and method thereof

The present invention relates to a knowledge management system and method for a call center, and in particular, when a consultation with a customer terminal possessed by a customer is conducted through a consultation terminal possessed by a call center consultation staff, the content of the consultation in voice form is converted into text form. to the knowledge management system and method of the call center that extracts the main requirements by performing natural language processing on the counseling it's about

The act of marketing using the phone is called telemarketing, and a place equipped with a counselor and related facilities is called a call center. It is also called a contact center in the sense that consultations are conducted not only by phone, but also via e-mail and the Internet.

Among them, there are many cases of making sales calls using mobile terminals during telemarketing, and there are many important sales calls while moving outside, but there are difficulties in detailed sales while on the go.

In addition, the counselor conducts counseling during business hours, and separate resources are used to organize the counselor's counseling history, and based on this, a manual/wiki is being produced.

Korean Patent Laid-Open Patent No. 10-2011-0048675 [Title: Call center counseling method and counseling system using voice recognition and tagging]

It is an object of the present invention to convert the consultation contents in voice form into text form when consultation with the customer terminal owned by the customer is conducted through the consultation terminal possessed by the call center consultation staff, and to convert the consultation content into text form An object of the present invention is to provide a knowledge management system and method for a call center that extracts major requirements by performing natural language processing on them, and composes the extracted major requirements into markdown-based plain text.

Another object of the present invention is to provide a knowledge management system and method for a call center that provides an interactive graph view through bidirectional linking.

The knowledge management system of a call center according to an embodiment of the present invention generates a document for managing the consultation history when a call event with another terminal owned by the customer occurs in the terminal possessed by the agent, and uses the generated document Displayed on the dashboard of the terminal, and while the agent of the terminal is on a call with a customer who has the other terminal, a markdown-based plain text is received for the customer's main requirements according to the agent input, and the reception displayed markdown-based plain text is displayed in the consultation history display area of the dashboard, and when a specific text corresponding to a specific markdown is selected from among the markdown-based plain text displayed on the terminal, the selected specific text is transmitted the terminal to; and the server transmitting to the terminal a document related to a specific text corresponding to the specific markdown retrieved from among a plurality of documents for consultation details managed by the server.

As an example related to the present invention, the document includes call event occurrence time information and consultation details starting with the phone number of the other terminal, and is stored in a preset folder and file structure, and the folder name of the folder is a customer name , a combination of a phone number and a date, and the file structure may be a preset markdown format.

As an example related to the present invention, the terminal may generate the document to have a unique individual key value, and may be configured to be bidirectionally referenced from other documents through the individual key value.

As an example related to the present invention, the dashboard includes a customer information display area for displaying customer information related to a customer possessing the other terminal, and a markdown-based plain-text according to an agent input. may include at least one of a consultation history display area for displaying , an interactive graph display area for displaying relationships between a plurality of markdown-based texts in a document, and a reference display area for displaying linked/unlinked references .

As an example related to the present invention, the terminal additionally displays the plain text corresponding to the markdown in the reference display area of the dashboard for the markdown-based plain text according to the agent input, or Markdown-related plain text included in a document for a plurality of consultation details stored in advance in the server from among plain texts that are not marked as markdown according to the search function by interworking with the server for markdown-based plain text When is present, plain text not displayed in the markdown may be additionally displayed in the reference display area of the dashboard.

As an example related to the present invention, the server receives the specific text transmitted from the terminal when a specific text corresponding to a specific markdown is selected from among markdown-based plain text displayed on the terminal, and in the server A document related to a specific text corresponding to the specific markdown is searched for from among a plurality of counseling history documents under management, and a document related to the specific text corresponding to the searched specific markdown and an interactive graph related to the specific markdown may be transmitted to the terminal.

As an example related to the present invention, the terminal receives a document related to a specific text corresponding to the specific markdown transmitted from the server and an interactive graph related to the specific markdown, and receives the received specific markdown A document related to a corresponding specific text may be displayed in the consultation history display area of the dashboard, and an interactive graph related to the received specific markdown may be displayed in the interactive graph display area of the dashboard.

In the knowledge management method of a call center according to an embodiment of the present invention, when a call event with another terminal owned by a customer occurs in a terminal possessed by an agent, a document for managing consultation details is generated by the terminal, displaying the generated document on a dashboard of the terminal; receiving, by the terminal, a markdown-based plain text for a customer's main requirements according to an agent input while the agent of the terminal is on a call with a customer who has the other terminal; displaying, by the terminal, the received markdown-based plain text in a consultation history display area of the dashboard; and when a specific text corresponding to a specific markdown is selected from among the markdown-based plain text displayed on the terminal, the terminal interworks with the server and searches among documents for a plurality of consultation details managed by the server and displaying a document related to a specific text corresponding to the specific markdown to be displayed in a consultation history display area of the dashboard.

As an example related to the present invention, the step of displaying the received markdown-based plain text in the consultation history display area of the dashboard corresponds to the markdown-based plain text according to the agent input. additionally displaying plain text in a reference display area of the dashboard; and a mark included in a document for a plurality of consultation details stored in advance in the server from among plain texts not marked as markdown according to a search function by interworking with the server for markdown-based plain text according to the agent input The method may further include at least one of additionally displaying plain text that is not marked as the markdown in the reference display area of the dashboard when there is a plain text related to the download.

As an example related to the present invention, the step of displaying, in the consultation history display area of the dashboard, a document related to a specific text corresponding to the specific markdown searched from among a plurality of consultation history documents managed by the server, may include: When a specific text corresponding to a specific markdown is selected from among the markdown-based plain text displayed on the terminal, the terminal transmits, by the terminal, the specific text corresponding to the selected specific markdown and identification information of the terminal to the server process; retrieving, by the server, a document related to a specific text corresponding to the specific markdown from among a plurality of consultation details managed by the server; transmitting, by the server, a document related to a specific text corresponding to the searched specific markdown and an interactive graph related to the specific markdown to the terminal; receiving, by the terminal, a document related to a specific text corresponding to the specific markdown and an interactive graph related to the specific markdown transmitted from the server; And, by the terminal, a document related to the specific text corresponding to the received specific markdown is displayed in the consultation history display area of the dashboard, and an interactive graph related to the received specific markdown is displayed on the dashboard It may include the process of displaying in the interactive graph display area of

According to the present invention, when a consultation with a customer terminal possessed by a customer is conducted through a consultation terminal possessed by a call center consulting staff, the consultation content in voice form is converted into text form, and the content of the consultation converted into text form is converted into a natural language Effect to improve call center management efficiency, provide high productivity, and improve service satisfaction and consultation quality by performing processing to extract key requirements and composing the extracted major requirements into markdown-based plain text there is

In addition, the present invention provides an interactive graph view through two-way linking, thereby reducing the error of the counselor through task automation for repetitively performed tasks, and has the effect of easily grasping various information related to the counselor.

1 is a block diagram showing the configuration of a knowledge management system of a call center according to an embodiment of the present invention.
2 is a flowchart illustrating a knowledge management method of a call center according to an embodiment of the present invention.
3 to 9 are diagrams showing examples of screens of a terminal according to an embodiment of the present invention.

It should be noted that the technical terms used in the present invention are only used to describe specific embodiments, and are not intended to limit the present invention. In addition, the technical terms used in the present invention should be interpreted as meanings generally understood by those of ordinary skill in the art to which the present invention belongs, unless otherwise specifically defined in the present invention, and excessively comprehensive It should not be construed in the meaning of a human being or in an excessively reduced meaning. In addition, when the technical term used in the present invention is an incorrect technical term that does not accurately express the spirit of the present invention, it should be understood by being replaced with a technical term that can be correctly understood by those skilled in the art. In addition, the general terms used in the present invention should be interpreted according to the definition in the dictionary or according to the context before and after, and should not be interpreted in an excessively reduced meaning.

Also, the singular expression used in the present invention includes the plural expression unless the context clearly dictates otherwise. In the present invention, terms such as “consisting of” or “comprising” should not be construed as necessarily including all of the various components or various steps described in the invention, and some components or some steps may not be included. It should be construed that it may further include additional components or steps.

Also, terms including ordinal numbers such as first, second, etc. used in the present invention may be used to describe the elements, but the elements should not be limited by the terms. The terms are used only for the purpose of distinguishing one component from another. For example, without departing from the scope of the present invention, a first component may be referred to as a second component, and similarly, the second component may also be referred to as a first component.

Hereinafter, a preferred embodiment according to the present invention will be described in detail with reference to the accompanying drawings, but the same or similar components are assigned the same reference numerals regardless of reference numerals, and redundant description thereof will be omitted.

In addition, in the description of the present invention, if it is determined that a detailed description of a related known technology may obscure the gist of the present invention, the detailed description thereof will be omitted. In addition, it should be noted that the accompanying drawings are only for easy understanding of the spirit of the present invention, and should not be construed as limiting the spirit of the present invention by the accompanying drawings.

1 is a block diagram showing the configuration of a knowledge management system 10 of a call center according to an embodiment of the present invention.

As shown in FIG. 1 , the knowledge management system 10 of the call center includes a terminal 100 and a server 200 . Not all of the components of the knowledge management system 10 of the call center shown in FIG. 1 are essential components, and the knowledge management system 10 of the call center is implemented by more components than the components shown in FIG. 1 . Also, the knowledge management system 10 of the call center may be implemented with fewer components.

The terminal 100 includes a smart phone, a portable terminal, a mobile terminal, a foldable terminal, a personal digital assistant (PDA), and a portable multimedia (PMP). Player) terminal, telematics terminal, navigation terminal, personal computer, notebook computer, slate PC, tablet PC, ultrabook, wearable device Device, for example, watch-type terminal (Smartwatch), glass-type terminal (Smart Glass), HMD (Head Mounted Display), etc.), Wibro (Wibro) terminal, IPTV (Internet Protocol Television) terminal, smart TV, for digital broadcasting It can be applied to various terminals such as a terminal, an audio video navigation (AVN) terminal, an audio/video (A/V) system, a flexible terminal, and a digital signage device.

The server 200 may be implemented in the form of a web server, a database server, a proxy server, or the like. In addition, one or more of a network load balancing mechanism, or various software that enables the server 200 to operate on the Internet or other networks may be installed in the server 200, through which it will be implemented as a computerized system. can Also, the network may be an http network, and may be a private line, an intranet, or any other network. Furthermore, the connection between the terminal 100 and the server 200 may be connected to a secure network so that data is not attacked by any hacker or other third party. In addition, the server 200 may include a plurality of database servers, and these database servers may be implemented in such a way that they are separately connected to the server 200 through any type of network connection including a distributed database server architecture. there is.

Each of the terminal 100 and the server 200 includes a communication unit (not shown) for performing a communication function with other terminals, a storage unit (not shown) for storing various information and programs (or applications), and various A display unit (not shown) for displaying information and program execution results, a voice output unit (not shown) for outputting voice information corresponding to the various information and program execution results, and controlling various components and functions of each terminal It may include a control unit (not shown) for

The terminal 100 communicates with the server 200 and another terminal (not shown). Here, the terminal 100 may be a terminal possessed by a counselor (or counselor/counselor) performing a counseling function in a call center.

In addition, the terminal 100, by interworking with the server 200, a call function through a dedicated app and/or website provided by the server 200, a call content / text content management function according to call execution, A user joins as a user to be provided with a work automation function, a knowledge management function, and the like, and personal information is registered in the server 200 . In this case, the personal information includes an ID, e-mail address, password (or password), name, gender, date of birth, contact information, address, and the like.

Also, the terminal 100 may sign up as a user to the server 200 by using the SNS account information or mobile messenger account information registered by the user of the terminal 100 as a user. Here, the SNS account may be information related to Facebook, Twitter, Kakao Story, Naver, PAYCO, and the like. In addition, the mobile messenger account is information related to KakaoTalk, line, viber, wechat, whatsapp, Telegram, snapchat, etc. can In this case, the server 200 includes an agent (or user/consultant) who wants to use a call function, a call content/text content management function according to call execution, a task automation function, a knowledge management function, and the like, and an administrator who performs a management function. Depending on the user interface, different user interfaces may be provided.

In addition, when performing the membership registration procedure, the terminal 100 must complete the authentication function through the self-authentication means (eg, including mobile phone, credit card, i-PIN, etc.) to perform the membership registration procedure for the server 200 normally. can be completed

In addition, after membership registration is completed, the terminal 100 corresponds to the dedicated app (or application/application program/specific app) provided from the server 200 in order to use the service provided by the server 200 . It is installed in the terminal 100 . In this case, the dedicated app may be an app for performing a call function, a call content/text content management function according to call execution, a task automation function, a knowledge management function, and the like.

In addition, the terminal 100 is assigned a work schedule (or consultation work schedule) for each day of the week and work type according to the consultation schedule scheduling configured by the control of the server 200 .

In addition, when a call event with another terminal (not shown) occurs in the terminal 100 , the terminal 100 interworks with the server 200 to provide information about the call and guide information to the customer. Information on a category selected through input of a number from another terminal is provided to the server 200 . Here, the information about the call (or call information) is meta information, and includes caller information, receiver information, a recorded file (or a recorded file in the form of a voice/sound source), total call length (or total call time), location information, and an agent This includes a memo manually entered (or a memo according to an agent input), and the like. In addition, the category information may be category information corresponding to a specific number (or specific text) input by the customer through the other terminal with respect to a guide voice or guide information. In this case, the terminal 100 may calculate (or generate) real-time location information of the terminal 100 through a GPS receiver (not shown) configured in the terminal 100 .

In addition, the terminal 100 receives information about one or more tasks that a customer currently on a call and a corresponding agent can perform, transmitted from the server 200 . Here, the information on the one or more tasks includes information related to one or more tasks that the agent can perform in relation to a keyword extracted according to information about a call between a customer and an agent currently on a call, and the like, and proceeds in advance Includes instructions that must be followed or instructions that must be followed, or contain essential instructions or optional instructions.

In addition, the terminal 100 displays the received information on one or more tasks that the counselor can perform. In this case, the terminal 100 displays the received information on one or more tasks that the counselor can perform in a pop-up form or an overlay form on one side of the screen the counselor is watching so as to reduce interference with the counselor's work. can be displayed

In addition, when a call event with the other terminal occurs in the terminal 100, the terminal 100 creates a document about the call event occurrence time information and the consultation details starting with the phone number of the other terminal. In this case, the document (or document/node) is a document for managing consultation details, and is stored (or managed) in a preset folder and file structure. Here, the folder name of the folder consists of a customer name, phone number, date, etc. (or a combination of customer name, phone number, date, etc.), and the file structure is in a preset markdown format (for example, extension md). In this case, the terminal 100 may use the file-system configured in the terminal 100 as it is, or store (or manage) the created document in a preset document database (not shown). there is.

In this way, the terminal 100 generates a corresponding document to have a unique (or unique) individual key value, and can be bidirectionally referenced from other documents through the corresponding individual key value.

In addition, as described above, the terminal 100 can increase scalability by storing and linking documents in a folder and file structure without constructing a separate database.

In addition, the terminal 100 displays the generated document on the dashboard of the terminal 100 . At this time, the terminal 100 displays the phone number of the other terminal included in the generated document, the customer name corresponding to the phone number of the other terminal, the date of the call event, etc. panel). Here, the customer name corresponding to the phone number of the other terminal may be a customer name identified corresponding to the phone number of the other terminal among the customer names for each phone number managed by the server 200 by interworking with the server 200 If the customer name is not confirmed, it can be displayed as unknown. In addition, the dashboard is based on a customer information display area (or customer information display panel) for displaying customer information related to a customer (or user) possessing the other terminal, and markdown based on an agent input Consultation history display area to display plain-text of and a reference display area for displaying a linked/unlinked reference) (or linked/unlinked references). At this time, the interactive graph display area is activated (or exposed/displayed) when an interactive graph related to text corresponding to the markdown exists, and there is no interactive graph related to the text corresponding to the markdown. If not, the deactivated state (or unexposed/undisplayed state) may be maintained. Here, the plain-text is not a graphic representation or other object (eg, including a picture), but represents data representing only a character string of readable data. In addition, the plain text is distinguished from rich text including form information, and a binary file in which a part is represented by a binary object (including, for example, an encoded integer, real number, picture, etc.). In addition, the markdown is a plain text-based lightweight markup language, used to create a document formatted in plain text, and has an easier and simpler grammar than a general markup language. In addition, the markdown is easily converted into a format document such as HTML or rich text (RTF), and it can smoothly provide copy, paste, integration, and API to other systems (not shown). .

In addition, the terminal 100 automatically stores information about a call with the customer from the time the call event occurs. In this case, the terminal 100 may be in a state in which the recording authority has been obtained in advance. Here, the information about the call (or call information) is meta information, and includes caller information, receiver information, a recorded file (or a recorded file in the form of a voice/sound source), total call length (or total call time), location information (or GPS location information of the other terminal that is the calling terminal), a memo manually input by an agent (or a memo according to an agent input), etc. It may include the contents of a call between a counselor possessing the terminal 100 and a customer (or user) possessing the other terminal.

In addition, in a state in which the agent of the terminal 100 is on a call with a customer (or user) possessing the other terminal, the terminal 100 responds to the customer's main requirements according to the agent input of the terminal 100 Receive plain text based on markdown. At this time, the terminal 100 provides a set of abbreviations starting with a preset symbol (eg, '/') for faster input, You can receive plain text based on markdown immediately.

In addition, the terminal 100 displays the received markdown-based plain text in the consultation history display area of the dashboard. In this case, in the background state, the terminal 100 displays the plain text corresponding to the markdown based on the markdown-based plain text according to the agent input in the reference display area of the dashboard (or the linked reference in the reference display area). display area), and the corresponding server ( 200) (or the terminal 100), if there is a plain text related to markdown included in a document for a plurality of consultation details stored in advance, display the plain text not displayed in the corresponding markdown in the reference display area of the dashboard (or an unlinked reference display area within the reference display area). Here, after receiving the markdown-based plain text, the terminal 100 displays text (or words/phrases) corresponding to the markdown in a hierarchical structure (or list form) on one side of the customer information display area. displayed on

For example, when a 't-shirt' is directly tied through a link ([[]]), the terminal 100 displays 'October 18th, Refund request for 2021 [[T-shirt]].

For another example, when 'T-shirt' has the same keyword through a search, the terminal 100 displays 'October 18th, 2021 wearing a T-shirt in the unlinked reference display area (or the mentions display area without a link). went to' is displayed.

In this way, even if the agent misses by mistake by the agent, the terminal 100 searches for a document (or markdown-based) corresponding to a specific keyword by interworking with the server 200 among texts included in the general text. If there is a document composed of plain text of can do.

In one embodiment of the present invention, the connection (or linking) between a plurality of documents managed by the server 200 in the markdown-based plain text is mainly described, but is not limited thereto, and the terminal 100 to perform a preset hyperlink function in the markdown-based plain text, apply a preset markdown format (or format) to perform a specific hyperlink function from the markdown-based plain text to the outside You can also add (or insert) text (or URL addresses).

For example, according to the form of '[link name] (URL address)' or '[link name] (URL address "site title)", which is a preset markdown format, the terminal 100 '[Naver] ( The text of 'https://www.naver.com)' or the text of '[Naver] (https://www.naver.com "Naver)" may be inserted into the plain text.

In addition, the terminal 100 applies another preset markdown format to highlight (or enlarge) other text with preset large characters (or headers) in the markdown-based plain text to display the markdown format. You can also add other text that is displayed as a large header in the underlying plain text.

For example, the terminal 100 sets the text of '# large title', '## middle title', and '### small title' according to the '# title' format, which is another preset markdown format. Text or the like may be inserted into the plain text. In this case, a 'double dotted line' or a 'dotted line' may be used instead of the '#'.

In addition, in order to display another text with a preset font in the markdown-based plain text, the terminal 100 applies another preset markdown format to select a specific font from the markdown-based plain text. You can also add other text.

For example, the terminal 100 according to another preset markdown format of '*italic*' or '_italic_', '**bold** or '__bold__', ' *Italics* You can add italicized characters' can be inserted into the above plain text.

In addition, when a specific text (or specific word/phrase) corresponding to a specific markdown is selected from among the markdown-based general text displayed on the terminal 100 (or at least one list displayed in the customer information display area) When a specific text corresponding to a specific markdown is selected from among the texts corresponding to the markdown/When a specific text corresponding to a specific markdown is selected from among texts corresponding to one or more markdowns displayed in the consultation history display area When a specific text corresponding to a specific markdown is selected from among texts corresponding to one or more markdowns displayed in the reference display area), the terminal 100 displays a specific text (or a specific text corresponding to the selected specific markdown) word/phrase) and identification information of the terminal 100 are transmitted to the server 200 . Here, the identification information of the terminal 100 includes a mobile directory number (MDN), mobile IP, mobile MAC, subscriber identity module (Sim) card unique information, serial number, and the like.

In addition, the terminal 100 receives a document related to a specific text corresponding to the specific markdown transmitted from the server 200 in response to the specific text corresponding to the previously transmitted specific markdown.

In addition, the terminal 100 displays a document related to a specific text corresponding to the received specific markdown in the consultation history display area of the dashboard.

In addition, the terminal 100 is a document related to a specific text corresponding to the specific markdown transmitted from the server 200 in response to the specific text corresponding to the specific markdown transmitted previously, and an Internet related to the specific markdown. Receive active graphs, etc. Here, in the interactive graph, a corresponding specific text (or a document related to the specific text) is a dot, and a connection state to another specific text (or a connection status to another document related to the specific text) is a line ( line) to provide bi-directional linking between texts (or between documents).

In this case, the document related to the specific text corresponding to the specific markdown includes information about at least one document including the specific text among a plurality of markdown-based documents managed by the corresponding server 200 . Here, the information on the at least one document includes a file name (or title) of the document, a phrase (or sentence) related to the specific text within the document, and the like.

For example, after the terminal 100 transmits a specific text (eg, a refund request) corresponding to a specific markdown to the server 200, the terminal 100 is transmitted from the server 200 Receive specific documents related to that specific text (eg a refund request). At this time, the specific document is '2021-10-18 010-1234-5679 [[Refund request]] for 2 out of 3 consultation records T-shirts, and no courier has been sent yet', '2021-10-18 010-8520 -8520 Hong Gil-dong customer contacted me and [[refund request]] was included.

As such, in the specific document related to the specific text, not only the title (or file name) of the corresponding document, but also a portion of content in another document that is actually linked (or linked) may be included.

In addition, the terminal 100 displays a document related to a specific text corresponding to the received specific markdown in the consultation history display area of the dashboard, and displays an interactive graph related to the received specific markdown. Display in the interactive graph display area of the dashboard. At this time, when a specific document included in the interactive graph related to the specific markdown displayed in the interactive graph display area is selected, the terminal 100 interworks with the server 200 to interact with the selected specific document related information can be displayed.

As such, when a specific text corresponding to a specific markdown is selected from among the markdown-based general text displayed on the terminal 100 , the terminal 100 interworks with the server 200 and relates to the specific text. The document may be called and displayed on the corresponding terminal 100 . Here, the document related to the specific text includes content (or content) related to all the specific text referenced from among a plurality of documents managed by the server 200 .

In addition, when the call event between the terminal 100 and the other terminal ends, the terminal 100 stores the created document in the preset folder and file structure.

In addition, the terminal 100 adds a markdown addition, deletion, correction function, etc. to a specific word (or term/phrase) according to the agent input to the markdown-based plain text included in the generated document. performed with

In the embodiment of the present invention, the management of markdown-based plain text according to the agent input during a real-time consultation process with another terminal owned by the customer in the terminal 100 possessed by the agent is described, but the present invention is limited thereto. The terminal 100 stores the content of the call with the customer who has the other terminal, and after the call ends, performs a call content analysis function to generate markdown-based plain text, and Markdown-based plain text may be stored (or managed) in the preset folder and file structure.

In this way, in the knowledge management system 10, the process of consultation and manual production is not separated, but the consultation content itself becomes a wiki system, so that a call center can be efficiently operated.

In addition, in order for call center consultation to be conducted smoothly as described above, appropriate answers to customer inquiries/questions and a WIKI system must be established.

The knowledge management system 10 according to an embodiment of the present invention may automatically build a knowledge management system (KMS) based on the counselor's consultation details of the terminal 100 . Here, the knowledge management system (or knowledge-based system) refers to a system to which a computer program for reasoning and using a knowledge base is applied to solve a complex problem.

In addition, the terminal 100 receives the call center QA (or agent script feedback) transmitted from the server 200 in real time or at the end of the consultation.

In addition, the terminal 100 delivers (or provides) guidance to the customer in consultation according to the call center QA.

For example, when the counselor of the terminal 100 unwittingly searches for data and makes the customer wait for more than 3 seconds, which is a preset time, without additional guidance, the terminal 100 immediately pops up from the server 200, etc. According to the provided 'Please ask the customer to wait', the customer is notified, or the 'customer has been waiting for more than 3 seconds without additional notice', which is provided after the consultation from the server 200 is finished. In the future, please guide me like this in advance.”

For another example, if the agent of the terminal 100 omits essential information of the customer (for example, in the case of changing the rate plan in the middle), the terminal 100 provides the 'existing A pop-up message (or information) is displayed in the form of a pop-up message that includes 'You may be charged by calculating the usage amount on a daily basis' or 'The connected free supplementary service is automatically terminated and cannot be used after 3 days'.

At this time, the terminal 100 does not display the corresponding guidance message in the form of a pop-up, but it is necessary to check the corresponding pop-up (or confirmation procedure) before performing a specific post-processing (action: action) to proceed to the next step. It can also be configured (or implemented) so that

That is, the terminal 100 is '1. (Required) Have you checked the customer's personal information? 2. (Required) Have you checked the rate plan prorated billing? 3. (Required) Have you checked the subscription/cancellation of additional services? 4. (Optional) Displays a message such as 'Have you completed additional supplementary service subscription guidance and upsell?', and check items 1 to 3 (or items 1 to 4) according to the agent input After the procedure is normally completed, the following procedure can be performed.

In addition, in the post-processing process of the agent, there may be guides that must be performed first and instructions that must be performed second. At this time, such guidance can be divided into essential and optional guidance.

In addition, the server 200 automatically floats (or displays) instructions in a pop-up form before/after performing a specific action on the program of the terminal 100 (or on a dedicated app) or provides instructions It can also be set automatically so that clicks are not possible before guidance.

In addition, if the counselor fails to provide guidance on essential and/or optional guidance due to a mistake of the counselor, after the counseling is finished, the terminal 100 automatically displays the counseling report provided from the server 200 and statistically score it and display it.

For example, after the end of the consultation, the terminal 100 correctly identified the affiliation and name provided by the server 200 and greeted with a bright voice (5 points / 5 points), and performed customer information authentication well ( Check with your address or automatic payment bank) (5 points/5 points) Receive a report, and display the received first consultation report.

In an embodiment of the present invention, various functions provided by the server 200 in the form of a dedicated app or a website in the terminal 100 (eg, call function, call content/text content management function according to call execution, business automation functions, knowledge management functions, etc.).

The server 200 communicates with the terminal 100, the other terminal, and the like. Here, the server 200 may be a server that operates a call center, manages agents belonging to the call center, and provides a task automation function.

In addition, the server 200 performs a membership registration procedure for a user of the terminal 100 and the like.

In addition, the server 200 registers personal information related to a user of the terminal 100 and the like. In this case, the server 200 may register (or manage) the corresponding personal information in a DB server (not shown).

In addition, the server 200 performs a member management function for a user such as the terminal 100 .

In addition, the server 200 provides a dedicated app and/or web site that provides a call function and a call content/text content management function according to call execution to the terminal 100 and the like. At this time, the dedicated app depends on the agent (or counselor/user) who wants to use the call function, the call content/text content management function according to the call execution, the business automation function, the knowledge management function, and the like, and the manager performing the management function. Different user interfaces (UIs) may be provided.

In addition, the server 200 provides a bulletin board function for announcements, events, and the like.

In addition, the server 200 confirms the customer name corresponding to the phone number of the other terminal transmitted from the terminal 100, and the customer name corresponding to the confirmed phone number of the other terminal in the terminal 100 transmit (or provide) to

That is, the server 200 interlocks with the terminal 100, and among customer names for each phone number managed by the server 200, a customer name corresponding to a phone number of another terminal that is performing a call in the terminal 100 and transmits (or provides) a customer name corresponding to the confirmed phone number of the other terminal to the terminal 100 .

In addition, the server 200 receives a specific text (or a specific word/phrase) corresponding to the specific markdown transmitted from the terminal 100, identification information of the terminal 100, and the like.

In addition, the server 200 searches for (or confirms) a document related to a specific text corresponding to the specific markdown from among the documents (or documents/nodes) for a plurality of consultation details managed by the server 200 . In this case, the server 200 may search for a document having the same file name as the specific text corresponding to the specific markdown from among the file names of documents for a plurality of consultation details managed by the server 200 .

If a document related to a specific text corresponding to the specific markdown is not found among the search results (or the verification result), among the documents for a plurality of consultation details managed by the server 200, the server 200 is It is confirmed that the document related to the specific text corresponding to the specific markdown (or the node generated by the corresponding terminal 100) is unique, and the document related to the specific text corresponding to the specific markdown is transmitted to the terminal 100 do. In this case, the server 200 manages (or provides) a document newly created in the terminal 100 in real time.

In addition, when a document related to a specific text corresponding to the specific markdown is found among the search result (or the confirmation result) and a plurality of consultation details managed by the server 200, the server 200 provides a document related to a specific text corresponding to the searched specific markdown, an interactive graph related to the specific markdown (or an interactive graph related to a specific text corresponding to the specific markdown), etc. to the terminal 100 send. Here, the interactive (or interactive) graph is a graph representing a relationship between specific text corresponding to the specific markdown and other text corresponding to another markdown included in a document including the specific text corresponding to the specific markdown. can be

In addition, the server 200 receives a document composed of markdown-based plain text generated according to a call with the other terminal transmitted from the terminal 100 .

In addition, the server 200 selects at least one document related to the specific text corresponding to the markdown included in the corresponding document from among the plurality of documents managed by the corresponding server 200, the specific corresponding to the markdown included in the corresponding document. It is managed (or stored) by mapping (or linking/linking) with text.

For example, the server 200 receives the document [[2021-10-18 010-1234-9876 customer consultation record]] transmitted from the terminal 100 . Here, the text [[refund request] may be included in the document.

In addition, according to the text of [[Refund Request]] included in the document, the server 200 directly records the [[2021-10-18 010-1234-9876 Customer Consultation] ]] to automatically link (or link, linking) to the document.

As such, the knowledge management system 10 can be configured so that anyone can check the consultation details related to the refund request by accessing only the document corresponding to [[refund request]], and through this, consultation rather than creation of a special wiki By providing a system in which the history itself becomes a wiki, operational efficiency can be maximized.

In addition, the server 200 continues to perform the speaker separation function based on the call information obtained in real time during the consultation between the agent and the customer, and tracks the agent's voice information and the customer's voice information. )You may.

In addition, the server 200 performs an automatic speech recognition function through deep learning on the plurality of generated sub sound recording files.

In addition, the server 200 converts (or generates) the voice included in the sub sound recording file into a text script (or text) according to the performance of the voice recognition function.

That is, the server 200 converts (or generates) a text script (or a result of recognizing a sound source as text) matching the sub sound recording file according to the performance of the voice recognition function. In this case, the server 200 may generate a text file including a text script (or plain text) matching the sub sound recording file.

In addition, the server 200 performs natural language processing (NLP) on the converted (or generated) plurality of text scripts (or a plurality of texts/a plurality of text files/a plurality of plain texts), Keyword extraction (or tag/summarized result).

Also, the server 200 may generate (or manage) markdown-based plain text by using the extracted keyword.

In addition, the server 200 cooperates with a database (not shown), and the received document, information about the received call, the plurality of generated sub sound recording files, the converted (or generated) plurality of A text script, the extracted keyword, and the like are stored (or managed) in the database. In this case, the server 200 calls (or loads) not only the call details related to the user of the terminal 100, but also the call details (or call details), text details, etc. You can check (or manage) your sales history.

In addition, the server 200 transmits a plurality of speaker-separated sub sound recording files, a plurality of text scripts, the extracted keywords, etc., obtained by the deep learning process to the terminal 100 . In this case, the server 200 may transmit the information to the terminal 100 through an API call.

In addition, the server 200 manages all databases (or leads) in CRM (customer relationship management), and filters by various criteria collected (eg, including keyword filters, call content filters, etc.) can do.

As such, the server 200 may manage, filter, and measure sales performance of information (or call information) on a plurality of calls transmitted from the plurality of terminals 100 through the CRM solution.

In addition, the server 200 may be linked with the database including existing customer information to automatically call the knowledge management system 10 (or the server 200).

In addition, the server 200 uses the desired API (including, for example, JSON API, GraphQL API, etc.) form in the terminal 100 for the consultation details and documents (or consultation data information) connected through two-way linking to the corresponding terminal It can be configured to call and use the corresponding document in (100).

In the call center work automation system 10 using artificial intelligence according to an embodiment of the present invention, various information collected from the server 200 and various functions performed by the server 200 under the control of the server 200 It may further include a database (not shown) for storing the execution result, and the like, and an API gateway (not shown) for providing a function to connect to the database.

In addition, the database stores (or manages) various information (or data) necessary to perform an outbound call function or an inbound call function under the control of the server 200 .

In addition, the database consists of sales-related programs such as SalesForce and HubSpot, DBMS (DataBase Management System) such as MySQL, Oracle, Postgresql, etc., Google's Spreadsheet, MS Office's Excel, etc.

Also, the API gateway may be a database connector that interworks with various platforms to create a single API. In this case, for each platform, an API connector for connecting a database related to the corresponding platform may be configured.

That is, the API gateway connects heterogeneous databases through an open API provided so that a plurality of platforms (not shown) can develop a 3rd party application.

In this way, the API gateway can be configured to work with data such as SalesForce, HubSpot, Google Spreadsheet, Excel, etc. used by many companies as well as CRM operated and managed by the server 200 itself.

In addition, since all consistent (or identical) Restful APIs are provided through the API gateway, all platforms can be supported with a single mobile application code regardless of the platform.

As such, when a consultation with a customer terminal possessed by a customer is conducted through a consultation terminal possessed by a call center consultation staff, the consultation contents in voice form are converted into text form, and the contents of the consultation converted into text form are converted into natural language. Processing can be performed to extract key requirements, and the extracted key requirements can be composed of markdown-based plain text.

In addition, in this way, it is possible to provide an interactive graph view by bidirectional linking.

Hereinafter, a knowledge management method of a call center according to the present invention will be described in detail with reference to FIGS. 1 to 9 .

2 is a flowchart illustrating a knowledge management method of a call center according to an embodiment of the present invention.

First, when a call event with another terminal (not shown) occurs in the terminal 100, the terminal 100 generates a document about the call event occurrence time information and the consultation details starting with the phone number of the other terminal do. In this case, the document (or document/node) is stored (or managed) in a preset folder and file structure. Here, the folder name of the folder may include a customer name, phone number, date, etc., and the file structure may be in a preset markdown format (eg, extension md). In this case, the terminal 100 may store (or manage) the created document in a preset document database (not shown).

In addition, the terminal 100 displays the generated document on the dashboard of the terminal 100 . At this time, the terminal 100 displays the phone number of the other terminal included in the generated document, the customer name corresponding to the phone number of the other terminal, the date of the call event, etc. panel). Here, the customer name corresponding to the phone number of the other terminal may be a customer name identified corresponding to the phone number of the other terminal among the customer names for each phone number managed by the server 200 by interworking with the server 200 If the customer name is not confirmed, it can be displayed as unknown. In addition, the dashboard is based on a customer information display area (or customer information display panel) for displaying customer information related to a customer (or user) possessing the other terminal, and markdown based on an agent input Consultation history display area to display plain-text of or reference display area for displaying linked/unlinked references). At this time, the interactive graph display area is activated (or exposed/displayed) when an interactive graph related to text corresponding to the markdown exists, and there is no interactive graph related to the text corresponding to the markdown. If not, the deactivated state (or unexposed/undisplayed state) may be maintained.

In addition, the terminal 100 automatically stores information about a call with the customer from the time the call event occurs. In this case, the terminal 100 may be in a state in which the recording authority has been obtained in advance. Here, the information about the call (or call information) is meta information, and includes caller information, receiver information, a recorded file (or a recorded file in the form of a voice/sound source), total call length (or total call time), location information (or GPS location information of the other terminal that is the calling terminal), a memo manually input by an agent (or a memo according to an agent input), etc. It may include the contents of a call between a counselor possessing the terminal 100 and a customer (or user) possessing the other terminal.

For example, when a call event with a second terminal (not shown) occurs in the first terminal 100 , the first terminal provides call event occurrence time information (eg, 09:00) and the call of the second terminal Create a first document consisting of a number (eg 010-1234-5678). At this time, the first document is stored in a preset first storage location of the first terminal (for example, the 20211001 folder corresponding to today's date (eg, October 01, 2021) in the desktop), and the file name is ' 20211001_0101234567.md' is set.

In addition, as shown in FIG. 3 , the first terminal has a phone number (eg, 010-1234-5678) of the second terminal included in the generated first document in the customer information display area 300 of the dashboard. ), the date of occurrence of the call event (eg, 2021-10-01), and the name of the customer corresponding to the phone number of the second terminal (eg, Suchan An), etc. are displayed.

In addition, the first terminal includes the first caller information (eg, the phone number of the second terminal), the first recipient information (eg, the phone number of the first terminal), the first recording file, the first location information (eg, the phone number of the first terminal) For example, the first call information including the GPS location information of the second terminal at the time of the call) is stored (S210).

Thereafter, while the agent of the terminal 100 is on a call with the customer (or user) who has the other terminal, the terminal 100 responds to the customer's main requirements according to the agent input of the terminal 100 Receive plain text based on markdown.

In addition, the terminal 100 displays the received markdown-based plain text in the consultation history display area of the dashboard. In this case, in the background state, the terminal 100 displays plain text corresponding to the markdown based on the markdown-based plain text according to the agent input in the reference display area of the dashboard (or the linked reference in the reference display area). display area), and the corresponding server ( 200) (or the terminal 100), if there is a plain text related to markdown included in a document for a plurality of consultation details stored in advance, display the plain text not displayed in the corresponding markdown in the reference display area of the dashboard (or an unlinked reference display area within the reference display area). Here, after receiving the markdown-based plain text, the terminal 100 displays text (or words/phrases) corresponding to the markdown in a hierarchical structure (or list form) on one side of the customer information display area. displayed on

As an example, the first terminal is a markdown-based first plain text (for example, ' Inquiries for [[T-shirt]] [[Exchange]] are received.').

In addition, as shown in FIG. 4 , the first terminal displays the received markdown-based first plain text in the consultation history display area 410 of the dashboard.

In addition, as shown in FIG. 4 , the first terminal additionally displays the received first plain text in the linked reference display area 420 of the dashboard ( S220 ).

Thereafter, when a specific text (or a specific word/phrase) corresponding to a specific markdown is selected from the markdown-based general text displayed on the terminal 100 (or one or more displayed as a list in the customer information display area) When a specific text corresponding to a specific markdown is selected from among texts corresponding to markdown/When a specific text corresponding to a specific markdown is selected from among texts corresponding to one or more markdowns displayed in the consultation history display area When a specific text corresponding to a specific markdown is selected from among texts corresponding to one or more markdown displayed in the reference display area), the terminal 100 displays a specific text (or specific text corresponding to the selected specific markdown) word/phrase) and identification information of the terminal 100 are transmitted to the server 200 . Here, the identification information of the terminal 100 includes MDN, mobile IP, mobile MAC, Sim (subscriber identification module) card unique information, serial number, and the like.

For example, when a first text (eg, a T-shirt) 430 corresponding to a first markdown is selected from among the markdown-based plain text displayed on the first terminal, the first terminal displays the selected first Text (eg, a T-shirt), identification information of the first terminal, and the like are transmitted to the server 200 (S230).

Thereafter, the server 200 receives a specific text (or a specific word/phrase) corresponding to the specific markdown transmitted from the terminal 100 , identification information of the terminal 100 , and the like.

In addition, the server 200 searches for (or confirms) a document related to a specific text corresponding to the specific markdown from among the documents (or documents/nodes) for a plurality of consultation details managed by the server 200 . In this case, the server 200 may search for a document having the same file name as the specific text corresponding to the specific markdown from among the file names of documents for a plurality of consultation details managed by the server 200 .

For example, the server 200 receives a first text (eg, a T-shirt) transmitted from the first terminal, identification information of the first terminal, and the like.

Also, the server 200 searches for a document having the first text (eg, T-shirt) as a file name among a plurality of documents managed by the server 200 ( S240 ).

If a document related to a specific text corresponding to the specific markdown is not found among the search results (or the verification result), among the documents for a plurality of consultation details managed by the server 200, the server 200 is It is confirmed that the document related to the specific text corresponding to the specific markdown (or the node generated by the corresponding terminal 100) is unique, and the document related to the specific text corresponding to the specific markdown is transmitted to the terminal 100 do. In this case, the server 200 manages (or provides) a document newly created in the terminal 100 in real time.

For example, when a document related to the first text (eg, a T-shirt) is not found among a plurality of documents managed by the server 200 , the server 200 retrieves the first document related to the first text It is transmitted to the first terminal (S250).

Thereafter, the terminal 100 receives a document related to a specific text corresponding to the specific markdown transmitted from the server 200 in response to the specific text corresponding to the previously transmitted specific markdown.

In addition, the terminal 100 displays a document related to a specific text corresponding to the received specific markdown in the consultation history display area of the dashboard.

For example, the first terminal receives the first document related to the first text transmitted from the server 200 in response to the previously transmitted first text.

Also, as shown in FIG. 5 , the first terminal displays the received first document in the consultation history display area 510 of the dashboard.

In this way, the first terminal can access the document (or node) related to the first text and check the counseling records or problems of other agents.

As another example, when a phone number (eg, 010-1234-5678) of the second terminal corresponding to the first markdown is selected from the markdown-based plain text displayed on the first terminal, the first The terminal works with the server 200 to display customer information related to the phone number of the second terminal in the consultation history display area 610 of the dashboard, as shown in FIG. 6 .

In this way, the first terminal is linked with a customer database (not shown), so that it is possible to check not only customer information, but also information on products purchased by the customer and details of consultation (S260).

In addition, when a document related to a specific text corresponding to the specific markdown is retrieved from among the search result (or the confirmation result), a plurality of consultation details managed by the server 200, the server 200 provides a document related to a specific text corresponding to the searched specific markdown, an interactive graph related to the specific markdown (or an interactive graph related to a specific text corresponding to the specific markdown), etc. to the terminal 100 send. Here, the interactive (or interactive) graph is a graph representing a relationship between specific text corresponding to the specific markdown and other text corresponding to another markdown included in a document including the specific text corresponding to the specific markdown. can be

For example, when the 101st to 103th documents related to the first text (eg, T-shirt) are retrieved from among a plurality of documents managed by the corresponding server 200 , the server 200 performs the searched 101st document to the 103rd document, between the first text in the markdown format included in the first document and the second text to the sixth text (for example, 2021-01-01, 010-1234-5678, white, black and gray) A first interactive graph indicating the relationship is transmitted to the first terminal (S270).

Thereafter, the terminal 100 responds to the specific text corresponding to the specific markdown transmitted earlier, and the document related to the specific text corresponding to the specific markdown transmitted from the server 200, and the Internet related to the specific markdown. Receive active graphs, etc.

In addition, the terminal 100 displays a document related to a specific text corresponding to the received specific markdown in the consultation history display area of the dashboard, and displays an interactive graph related to the received specific markdown. Display in the interactive graph display area of the dashboard.

For example, the first terminal transmits the 101 th to 103 th documents from the server 200 in response to the previously transmitted first text, etc., the first text in the markdown form included in the first document, and the Receive a first interactive graph representing a relationship between the second text to the sixth text (eg, 2021-01-01, 010-1234-5678, white, black, and gray), and the like.

In addition, as shown in FIG. 7 , the first terminal displays the received 101 th document to 103 th document on the consultation history display area 710 of the dashboard.

In addition, as shown in FIG. 7 , the first terminal transmits the received first text (eg, T-shirt) and the second to sixth texts (eg, 2021-01-01, 010- 1234-5678, the first interactive graph representing the relationship between white, black and gray) is displayed in the interactive graph display area 720 of the dashboard.

As such, the first terminal can check all other linked contents (or documents) even in individual documents.

As another example, when a specific date (for example, October 01, 2021) corresponding to another markdown is selected from among the markdown-based plain text displayed on the first terminal, the first terminal sends the server ( 200), as shown in FIG. 8, all documents (or nodes) associated with the specific date (for example, October 01, 2021) are displayed in the interactive graph display area 810 of the dashboard. indicate At this time, as shown in FIG. 9 , the first terminal may filter the interactive graph based on various criteria and display the results on the display unit 140 .

In this way, the first terminal can check all documents associated with a specific date (S280).

Thereafter, when the call event between the terminal 100 and the other terminal ends, the terminal 100 stores the generated document in the preset folder and file structure. At this time, the terminal 100 provides the document to the server 200 . In addition, the server 200 selects at least one document related to the specific text corresponding to the markdown included in the corresponding document from among the plurality of documents managed by the corresponding server 200, the specific corresponding to the markdown included in the corresponding document. It is managed (or stored) by mapping (or linking/linking) with text.

In addition, the terminal 100 adds a markdown addition, deletion, correction function, etc. to a specific word (or term/phrase) according to the agent input to the markdown-based plain text included in the generated document. performed with

For example, when the call event between the first terminal and the second terminal ends, the first terminal stores the generated first document in the preset first storage location (eg, the desktop screen) of the first terminal. It is saved in the 20211001 folder corresponding to today's date (for example, October 01, 2021) in In this case, the file name of the first document may be 20211001_0101234567.md.

Also, the first terminal transmits the first document to the server 200 .

Also, the server 200 receives the first document transmitted from the first terminal.

In addition, the server 200 includes a first text (eg, T-shirt) and a second text (eg, exchange) corresponding to the markdown included in the first document among a plurality of documents managed by the server 200 ), the 3rd text (eg, automatic return delivery receipt), the 4th text (eg post-processing), the 5th text (eg CJ Korea Express), the 6th text (eg, Alim Talk), etc. each of the corresponding 201st to 206th documents is identified, and the first text is linked to the identified 201st document, and the second text is linked to the identified 202th document, and the identified 203th document is configured. concatenate the third text to the , concatenating the fourth text to the identified 204th document, concatenating the fifth text to the identified 205th document, and concatenating the sixth text to the identified 206th document to connect (S290).

As described above, in the embodiment of the present invention, when a consultation with a customer terminal possessed by a customer is conducted through a consultation terminal possessed by a call center consultation staff, the content of the consultation in voice form is converted into text form, and text It extracts key requirements by performing natural language processing on the counseling contents converted into the form, and composes the extracted main requirements into markdown-based plain text to increase call center management efficiency, provide high productivity, and provide service satisfaction and consultation quality.

In addition, as described above, the embodiment of the present invention provides an interactive graph view through bidirectional linking, reduces the error of the counselor through task automation for repetitively performed tasks, and facilitates various information related to the agent. can figure out

Those of ordinary skill in the art to which the present invention pertains may modify and modify the above-described contents without departing from the essential characteristics of the present invention. Accordingly, the embodiments disclosed in the present invention are not intended to limit the technical spirit of the present invention, but to explain, and the scope of the technical spirit of the present invention is not limited by these embodiments. The protection scope of the present invention should be construed by the following claims, and all technical ideas within the scope equivalent thereto should be construed as being included in the scope of the present invention.

10: knowledge management system of call center 100: terminal
200: server

Claims (10)

When a call event with another terminal owned by the customer occurs in the terminal possessed by the agent, a document for managing the consultation details is generated, the generated document is displayed on the dashboard of the terminal, and the agent of the terminal While on a call with the customer who has the other terminal, markdown-based plain text is received for the customer's main requirements according to the agent input, and the received markdown-based plain text is displayed in the consultation history of the dashboard the terminal displayed on a display area and transmitting the selected specific text when a specific text corresponding to a specific markdown is selected from among the markdown-based general text displayed on the terminal; and
and the server for transmitting to the terminal a document related to a specific text corresponding to the specific markdown searched from among a plurality of documents for consultation details managed by the server,
The terminal is
Receives information on one or more tasks that the agent can perform with a customer currently on a call transmitted from the server, and displays information on one or more tasks that the received agent can perform with the customer,
Information about the above work,
contains at least one of the preceding instructions, the following instructions, the mandatory instructions and the optional instructions;
The terminal is
With respect to the markdown-based plain text according to the agent input, the plain text corresponding to the markdown is additionally displayed in the linked reference display area in the reference display area of the dashboard, or the markdown-based general text according to the agent input When there is a plain text related to markdown included in a document for a plurality of consultation details stored in advance in the server from among plain text not marked as markdown according to a search function by interworking with the server for text, the markdown A knowledge management system for a call center, characterized in that plain text not marked with , is further displayed in an unlinked reference display area within the reference display area of the dashboard. The method of claim 1,
The document is
It includes call event occurrence time information and consultation details starting with the phone number of the other terminal, and is stored in a preset folder and file structure,
The folder name of the folder is,
It consists of a combination of customer name, phone number and date,
The file structure is
A knowledge management system for a call center, characterized in that it is a preset markdown format. The method of claim 1,
The terminal is
A knowledge management system for a call center, characterized in that the document is generated to have a unique individual key value, and is bidirectionally referenced from other documents through the individual key value. The method of claim 1,
The dashboard is
A customer information display area for displaying customer information related to a customer possessing the other terminal, a markdown display area for displaying plain-text based on markdown according to an agent input, a mark in a document A knowledge management system for a call center, comprising at least one of an interactive graph display area for displaying a relationship between a plurality of down-based texts and a reference display area for displaying a linked/unlinked reference. delete The method of claim 1,
The server is
Receives the specific text transmitted from the terminal when a specific text corresponding to a specific markdown is selected from among the markdown-based plain text displayed on the terminal, and receives the specific text from among a plurality of consultation details managed by the server A call characterized in that a document related to a specific text corresponding to a specific markdown is retrieved, and a document related to the specific text corresponding to the searched specific markdown and an interactive graph related to the specific markdown are transmitted to the terminal. Center's knowledge management system. 7. The method of claim 6,
The terminal is
Receive a document related to a specific text corresponding to the specific markdown and an interactive graph related to the specific markdown transmitted from the server, and display a document related to the specific text corresponding to the received specific markdown on the dashboard A knowledge management system for a call center, characterized in that the display is displayed in the consultation history display area of the , and an interactive graph related to the received specific markdown is displayed in the interactive graph display area of the dashboard. When a call event with another terminal owned by the customer occurs in the terminal possessed by the agent, generating, by the terminal, a document for managing the consultation history, and displaying the generated document on the dashboard of the terminal ;
receiving, by the terminal, a markdown-based plain text for a customer's main requirements according to an agent input while the agent of the terminal is on a call with a customer who has the other terminal;
displaying, by the terminal, the received markdown-based plain text in a consultation history display area of the dashboard; and
When a specific text corresponding to a specific markdown is selected from among the markdown-based plain text displayed on the terminal, the terminal interworks with the server to search among documents for a plurality of consultation details managed by the server Displaying a document related to a specific text corresponding to the specific markdown in a consultation history display area of the dashboard,
The terminal is
Receives information on one or more tasks that can be performed by the agent and a customer currently on a call transmitted from the server, and displays information on one or more tasks that the received agent can perform with the customer,
Information about the above work,
contains at least one of the preceding instructions, the following instructions, the mandatory instructions and the optional instructions;
Displaying the received markdown-based plain text in the consultation history display area of the dashboard,
additionally displaying the plain text corresponding to the markdown in a linked reference display area within the reference display area of the dashboard with respect to the markdown-based plain text according to the agent input; and
Markdown included in a document for a plurality of consultation details pre-stored in the server among plain texts that are not marked as markdown according to a search function by interworking with the server for markdown-based plain text according to the agent input The method of claim 1, further comprising at least one of additionally displaying the plain text that is not displayed in the markdown in the unlinked reference display area within the reference display area of the dashboard when there is a related plain text. How to manage knowledge. delete 9. The method of claim 8,
The step of displaying a document related to a specific text corresponding to the specific markdown searched from among a plurality of counseling history documents managed by the server in the counseling history display area of the dashboard,
When a specific text corresponding to a specific markdown is selected from among the markdown-based plain text displayed on the terminal, the terminal provides the specific text corresponding to the selected specific markdown and identification information of the terminal to the server transmission process;
retrieving, by the server, a document related to a specific text corresponding to the specific markdown from among a plurality of consultation details managed by the server;
transmitting, by the server, a document related to a specific text corresponding to the searched specific markdown and an interactive graph related to the specific markdown to the terminal;
receiving, by the terminal, a document related to a specific text corresponding to the specific markdown and an interactive graph related to the specific markdown transmitted from the server; and
By the terminal, a document related to the specific text corresponding to the received specific markdown is displayed in the consultation history display area of the dashboard, and an interactive graph related to the received specific markdown is displayed on the dashboard. A knowledge management method for a call center, comprising the step of displaying in an interactive graph display area.

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